Customer Onboarding Specialist

Masuda Group is seeking a Customer Onboarding Specialist to lead implementation, configuration, and user enablement for newly acquired enterprise clients across our Experience Management (XM) platforms.

In this role, you will serve as the dedicated project manager and platform guide from contract signing through successful go-live, accelerating Time-to-Value (TTV), driving early product adoption, and executing smooth handoffs to dedicated Customer Success Managers.

• Project & Onboarding Management: Rocketlane, GuideCX, Asana, Linear, Jira
• Communication & Enablement: Slack Connect, Zoom, Loom, Calendly
• CRM & Support Systems: Salesforce CRM, HubSpot, Zendesk, Intercom
• Core Performance Metrics: Time-to-Value (TTV), Onboarding Completion Rate, Implementation CSAT, Milestone Adherence Rate

• Manage multiple concurrent client onboarding engagements from post-sales handover through final launch verification and sign-off.
• Lead onboarding kickoff meetings, establish project timelines, define milestone deliverables, and align stakeholder responsibilities.
• Guide enterprise administrators through account provisioning, role configurations, custom domain settings, and security verifications.
• Assist clients with historic data imports, contact list migrations, and baseline survey program setups.
• Deliver structured, role-based product training sessions and walkthroughs for client administrators and research teams.
• Coordinate closely with Solutions Architects and technical teams on API integrations, Single Sign-On (SSO) setups, and webhook validations.
• Proactively identify implementation risks or scope creep, implementing swift solutions to maintain project schedules.
• Execute structured handoffs to designated Customer Success Managers (CSMs) with complete deployment documentation and health assessments.

• 2+ years of professional experience in customer onboarding, technical implementation, or client project management within B2B SaaS.
• Proven track record managing structured project schedules and maintaining high client engagement across multi-week onboarding cycles.
• Strong technical aptitude with the ability to quickly master complex enterprise software workflows and configurations.
• Experience utilizing customer onboarding platforms (Rocketlane, GuideCX, or Asana) and enterprise CRMs (Salesforce or HubSpot).
• High empathy and clarity when delivering training to both technical and non-technical stakeholders.
• Outstanding written, verbal, and presentation communication skills in professional English.
• Bachelor's degree in Business, Communications, Information Systems, or equivalent practical industry experience.

• Domain experience in Experience Management (XM), survey platforms, customer experience (CX), or market research software.
• Familiarity with enterprise Single Sign-On (SAML / OAuth), REST APIs, and webhook concepts.
• Experience developing reusable onboarding templates, customer guides, and video enablement assets.

• Competitive compensation package.
• Flexible remote work environment with dedicated onboarding and collaboration platforms.
• Crucial role directly driving customer first impressions and long-term platform adoption.
• Clear growth pathways into Customer Success Management, Solutions Consulting, or Project Management.